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First Call Resolution (FCR) / Rapid Action Work-out (RAW) Final Report-Out 9/26/07

First Call Resolution (FCR) / Rapid Action Work-out (RAW) Final Report-Out 9/26/07. Co-Sponsors: Michelle C Garcia Ron Cimbala Co-Team Leaders: Chris Columbia Shannon Dorf Team Members: Duane Brickhaus

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First Call Resolution (FCR) / Rapid Action Work-out (RAW) Final Report-Out 9/26/07

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  1. First Call Resolution (FCR) / Rapid Action Work-out (RAW)Final Report-Out 9/26/07 Co-Sponsors: Michelle C Garcia Ron Cimbala Co-Team Leaders: Chris Columbia Shannon Dorf Team Members: Duane Brickhaus David Kamesch Tameka Walton Sharron Oakes Vivian Pulley Benjamin Bunag

  2. Team Mission: To use the subject matter expertise that exists within the CML servicing front line employees to improve the focus and success of First call Resolution.

  3. Top 8 Action Items • Empower CSR’s to handle NRE payoff letters • Update existing phone lists • Implement 3rd Party Surveyor (Telesight) • Implement End of Call Scripting • Implement Coaching for FCR • Standardize Fee waive across CML • Establish Metrics for FCR & AHT • Provide CSR’s with FCR capability on Rush P/O

  4. Empower CSR’s to handle NRE payoff lettersChampion: Vivian Pulley • Points of Interest: • To empower the representatives to process the unsecured payoff letter on their own. • Call backs will shorten and reduce hand-offs. • To improve Customer satisfaction. • To reduce the Branch Request unsecured Payoff queue. Benefit: • The benefit of the process for unsecured payoff letters will give each representative the full ability to process their own unsecured payoff letters, which will ensure customer satisfaction. Each representative will also feel empowered with the process and take ownership. • The impact will help reduce the turn around time and customer call backs.

  5. Update existing phone lists Champion: Tameka Walton • Points of Interest: • Obtain the List • Validate the List • Update the List • Assign a permanent owner Benefit: • To provide CSR's with accurate contacts; therefore, providing a more efficient process. By developing an updated phone list, the average handle time will be reduced. This will also prevent customers calling back due to inaccurate info being provided. By continuously updating this information the CSR will have more confidence in the information provided on CSO.

  6. Implement 3rd Party Surveyor (Telesight) Champion: David Kamesch • Points of Interest: • Finalized updates to CC survey for HMS and obtained DM, Marketing and Compliance approval of script on 7/23/2007. • Daily communications w/ vendor over phone and through e-mail to ensure major requirements were met. As a result of the increased number of surveys, we managed to lower the cost per survey from $6.85 to $6.20. • Surveying began on 9/6 by TeleSight and the first report out on 9/10. • Month-to-date there have been a total of 476 surveys for CL with an overall satisfaction of 82.81% for Chesapeake, Hyderabad and Mexico. Benefit: The surveying of the Consumer Lending customers will have an impact on associate coaching dedicated to First Call Resolution, gauging opportunities of service improvements by certain reps and helping to identify possible L&D initiatives.

  7. Implement End of Call Scripting Champion: Ben Bunag • Points of Interest: • Global Floor Saturation • Coaching period initiated September 1 to September 30 (No escalations to supervisor because of issues not resolved.) • Full implementation October 1, 2007 Benefit: • ECS provides the customer the opportunity to evaluate the reason for their call and state whether we have reached that goal or not. Employing ECS in all of our Consumer Mortgage Lending phone centers helps us to "collectively get it right and do it consistently well..."

  8. Implement Coaching for FCR Champion: Duane Brickhaus • Points of Interest: • Provide a 2nd coaching session for our associates each month. • Coaching session will have a focus on FCR. • Created a uniform coaching sheet. • Meet the demand for more coaching from our associates. • Allow the managers to manage their teams through coaching sessions. Benefit: By providing a second coaching session with our associates, we will enhance the opportunity to Serve to Sell and increase our overall customer satisfaction. Each associate will have a consistent coaching session from team to team. With this added coaching session we can focus on the associates development. The Impact will be measured by the success of our associates and by increased FCR/Customer Satisfaction scores.

  9. Standardize Fee waive across CML Champion: Sharron Oakes • Points of Interest: • Received the approval from Andrew Burger in Financial Control to move forward with the policy change, as long as there was an audit function implemented by all sites. • After approvals were received by all sites for Customer Care, contacted Terri Waddell to determine the Consumer Lending policies that would be changed. • Danice Leavell has written the fee waiver limit proposal and it has been scheduled for the next governance meeting in October 2007. • Benefit: • With our goal to achieve “First Call Resolution” and to join best business practices between Mortgage Services and Consumer Lending, it was determined that there should be a uniform fee waiver policy with set limits. The main reason for the change would be to service our customers with the same empowerment throughout all of our sites.

  10. Establish Metrics for FCR & AHTChampion: Shannon Dorf • Points of Interest: • Ensure place holder for FCR metric is incorporated into new coaching form. • After Telesight reporting is finalized, meet with DM’s to discuss which metrics to pull in. • For full balance, would like to pull in all metrics (Telesight and callbacks) to focus on all aspects of FCR. Benefit: Having metrics in place to coach the agents to will better the business by putting dedicated focus on FCR. Performance metrics help drive the business towards providing a more positive experience for the customer, and in the end profitability for the business.

  11. Provide CSR’s with FCR capability on Rush P/OChampion: Shannon Dorf & Vivian Pulley • Points of Interest: • Owning DM of payoff process advised performance standards of past 12 months warranted modification to current payoff procedures. • Updated VRU to state 1-2 business day turnaround versus 3-5 business days. • All procedural documents were updated and put through change control, with a bulletin communicating the change sent out to the floor. • Updated CSO with new Payoff Procedures. Benefit: Updating the current procedures will reduce the number of calls that drop to agents due to dissatisfaction with our turnaround times. This will also assist in reducing the number of RUSH payoff requests, as the new procedures state one day versus three.

  12. Additional Idea’s - MOUNTAINSBig gain likely, but little action possible within 60 days or less.

  13. Additional Idea’s - GULLIESSmall gain likely and little action possible within 60 days or less.

  14. Additional Idea’s - FLATLANDSSignificant action possible within 60 days or less but only small gain likely.

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